Shanice Hartley

Work History

McKesson (CoverMyMeds)

06.2023 - Current

Maintains high-level of customer satisfaction (CSAT) handling customer-facing support inquiries via all communication channels comprised of product questions, production issues, and configuration requests
Effectively translates customer needs/problems into solutions or internal support plans of action
Reviews workload diligently to stay ahead of customer expectations and in accordance with established service standards
Manages difficult customer situations (i.e
Escalations) that require base knowledge of Bill trust products, internal systems, and customer-facing applications
Identifies production issue trends and manages appropriately within leadership escalation path
Maintains continual awareness of new products as they are introduced
Consistently documents support cases in Salesforce and updates knowledge base when applicable
Proven experience in a customer support, technical support, or related role, particularly in a SaaS company
Excellent communication and interpersonal skills
Strong problem-solving abilities and technical aptitude
A passion for helping others and a dedication to ensuring customer satisfaction
Strong organizational and time management skills
Familiarity with SaaS products and services.

AT&T

02.2018 - 04.2022

Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profiles
Maintain a high inbound call answer rate
Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
Redirect complex or specialized concerns to the appropriate team for follow-up (e.g
Audiology inquiries, technical product support, etc.) when applicable
Investigate and resolve problems related to the shipment of product, returns, credits, and orders
Communicate company policies and pricing per price and policy guide
Day to Day responsibilities could include: Answer a large number of inbound calls on a daily basis (60+)
Assist with billing questions, pricing and warranty inquiries
Assist with order status and tracking inquires
Assist with backorder management for sales territory
Assist with web services
Assist with case management for sales territory
Assist with customer account and contact maintenance for sales territory
Handle customer complaints with sense of urgency and see through to satisfactory resolution
Work cross functionally to ensure an effortless customer experience
Ability to consistently meet stated KPIs
Complies with all local, state and federal laws and regulations
Complies with all Company policies, processes and procedures
All other duties as assigned.

Verizon Wireless

06.2015 - 10.2017

Serve as the primary point of contact for all Members
Answer inbound phone calls as primary responsibility, return calls, and follow up on emails
Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
Escalate issues to the next level of Support when appropriate
Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
Adhere to all confidentiality and compliance regulations, including HIPAA
Reliable and punctual in reporting for work and taking designated breaks
Knowledge of Linux command-line and scripting languages (python or bash)
Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources
Exceptional analytical and problem solving skills, able to multi-task and thrive in a fast paced environment
Outstanding communication and interpersonal skills
Three years of Linux experience.